Network Operations Centre (NOC) DirectorSpecialist Network Operations LLC • Oswestry, England, United Kingdom
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Network Operations Centre (NOC) Director
Specialist Network Operations LLC
- Oswestry, England, United Kingdom
- Oswestry, England, United Kingdom
Über
Specialist Network Operations Ltd (SNO) is a dynamic Managed Service Provider dedicated to delivering exceptional managed network services to Fibre Cities across America. We pride ourselves on providing innovative solutions and reliable support to ensure seamless connectivity for our customers.
*Job Summary:*
We are seeking a highly skilled, customer-focused NOC Operations Director to oversee the daily operations of our Network Operations Center (NOC). This is a customer-facing role, and the ideal candidate will be responsible for ensuring the stability, security, and efficiency of customer networks delivered as part of our Managed Services offering. The NOC Operations Director will work closely with customers to build strong, trusted relationships while leading a team of NOC engineers and technicians. This role requires a strong technical background, a passion for customer success, and the ability to collaborate with the professional services team to improve systems and network reliability, ensuring an exceptional customer experience. Additionally, the NOC Operations Director will play a pivotal role in fostering and promoting a customer-first culture within the organization.
*Key Responsibilities:*
*NOC Operations & Monitoring*
* Oversee the 24/7 monitoring of network infrastructure, servers, applications, and security systems, ensuring seamless service delivery and minimal customer impact. ISO 27001compliance.
* Ensure rapid detection, analysis, and resolution of network issues to minimize downtime, always prioritizing customer satisfaction.
* Implement proactive monitoring and maintenance strategies to prevent outages and improve overall service reliability for customers.
*Customer Relationship Management*
* Build and nurture strong relationships with customers by serving as a primary point of contact for operational concerns and providing timely, transparent updates on network status and incident resolution.
* Develop a deep understanding of customer needs and business objectives to drive tailored network solutions and continuous improvement initiatives.
* Proactively engage with customers to understand pain points and provide recommendations for optimizing network performance and reliability.
* Help build and promote a customer-first culture within the NOC team and across the organization, ensuring that customer satisfaction is at the forefront of every decision and action.
*Team Leadership & Management*
Lead, mentor, and manage a team of NOC engineers and support staff, fostering a customer-first mindset throughout the organization.
* Maintain and build the team as needed to scale, hiring best in class
* Define team roles, assign responsibilities, and provide training to ensure team members are equipped to deliver excellent customer service and operational efficiency.
* Ensure adherence to operational policies, procedures, and best practices, while continually refining processes to meet customer expectations.
* Evaluate team ongoing to ensure compliance and excellence.
*Incident & Problem Management*
* Develop and enforce incident management and escalation procedures with a focus on minimizing customer impact and ensuring rapid resolution.
* Lead root cause analysis efforts and drive continuous improvement initiatives to reduce recurring issues, with a focus on enhancing the customer experience.
* Ensure all incidents, problems, and resolutions are documented clearly and communicated to customers in a timely and transparent manner.
*Network Performance & Security Management*
* Maintain optimal network performance and reliability by collaborating with IT, security teams, and the professional services team to meet customer service level agreements (SLAs).
* Ensure that network systems are secure and proactively mitigate potential cyber threats, safeguarding customer data and service continuity.
* Stay updated on emerging threats and recommend necessary security enhancements to improve overall service reliability for customers.
*Process Improvement & Documentation*
* Develop and refine Standard Operating Procedures (SOPs) that improve NOC efficiency and elevate customer experience.
* Ensure compliance with industry standards, regulatory requirements, and SLAs, while striving for continuous improvement to enhance service delivery for customers.
* Maintain detailed documentation of network incidents, trends, and performance metrics, using this data to inform customer-facing reporting and improve service.
*Collaboration & Reporting*
* Act as the primary point of contact between the NOC, IT leadership, external vendors, and the professional services team, working together to enhance network systems and reliability for customers.
* Provide regular reports on network performance, incidents, and operational improvements, with a focus on customer experience and service quality.
* Participate in strategic planning for infrastructure expansion, technology upgrades, and continuous system enhancements to better serve our customers.
*Qualifications & Requirements:*
* *Education:* Bachelor’s degree in Computer Science, Information Technology, or related field.
* *Experience:* 5+ years of experience in IT/network operations, with at least 3 years in a managerial role.
*Technical Skills:*
* Strong knowledge of networking protocols (TCP/IP, BGP, OSPF, DNS, etc.).
* Experience with NOC tools such as Jira, Halo, Splunk, Nagios, or Zabbix.
* Familiarity with cloud services and systems integration.
*Soft Skills:*
* Strong leadership, team management, and mentoring abilities.
* Exceptional customer relationship management skills and a focus on customer success.
* Excellent problem-solving, decision-making, and communication skills, both internally and with customers.
* Ability to promote and build a customer-first culture, leading by example and influencing others across the organization.
* This is an on site position.
* On call availability required when not on site
*Why Join Us?*
* Work in a dynamic and fast-paced environment where customer satisfaction is key.
* Lead a team in a critical IT Managed Services role with a direct impact on customer success.
* Competitive salary, benefits, and professional growth opportunities.
* Health Care.
Job Type: Full-time
Pay: £70,000.00-£85,000.00 per year
Benefits:
* Company pension
Work Location: In person
Sprachkenntnisse
- English
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